OEM Customer Care Administrator

CIVCO Medical Solutions•Coralville, IA

22h

About The Position

The OEM Customer Care Administrator is a primary point of contact for CIVCO’s Original Equipment Manufacturer (OEM) customers, including strategically important domestic and international accounts. The role coordinates daily sales and communication activities, builds and maintains customer relationships, and works across departments to support projects and promote CIVCO products with OEM customers. The position manages customer orders and related logistics, provides customer care and documentation, collaborates with internal teams to resolve customer needs, and maintains knowledge of CIVCO’s product portfolio. It also supports sales forecasting and analysis, new product releases, account activation, sample requests, and customer vitality activities. The role requires regular attendance and face-to-face interaction with team members, peers, and management. Overtime may be needed based on business demand.

Requirements

High school diploma or General Education Degree (GED) and two to three years of related experience, or an equivalent combination of education and experience.
Superior customer service and problem-solving skills.
High attention to detail and ability to monitor multiple customers.
Excellent written and verbal communication skills.
Ability to communicate effectively in a multicultural, international customer environment.
Strong teamwork and organizational skills.
Ability to manage multiple tasks and projects in a dynamic, fast-paced environment.
Proficiency with PCs and Microsoft Office applications, with excellent typing skills.
Ability to work more than 40 hours per week when overtime is needed based on business demand.
Ability to meet the physical demands of the job, including occasionally lifting and/or moving up to 25 pounds.

Nice To Haves

Two-year associate degree, with one to two years of related experience and/or training.

Responsibilities

Accurately and efficiently process OEM customer orders.
Coordinate with cross-functional teams and freight forwarders to schedule shipments.
Provide shipment documentation required by customers based on country requirements.
Respond to customer requests for order status and documentation.
Communicate order changes and resolve fulfillment challenges with customers and internal teams.
Use customer web portals to provide order-related information and documentation.
Verify and provide current price, shipping, and lead-time quotes.
Facilitate requests for rework, repairs, and loaners.
Document customer complaints and process returns according to quality-system requirements and company policy.
Respond to product, pricing, and order-related questions in a timely and accurate manner.
Work with cross-functional teams to complete customer documentation requests.
Coordinate with Sourcing and Planning, Shipping, Quality and Regulatory, Finance, Service, Product Management, and Engineering teams to meet customer needs.
Maintain knowledge of product lines, features, benefits, uses, OEM customer purchases, packaging configurations, and documentation structures.
Research OEM accounts, customer bases, markets, and product applications.
Participate in internal training for existing products and new product launches.
Engage with sales channel managers to understand sales drivers and market trends.
Contact customers for forecast information and feedback to support production planning and sales forecasting.
Assist with sales reports and department dashboards and provide regular sales updates to management.
Support new product releases by notifying customers, providing quotes, and obtaining an initial purchase order and/or forecast.
Screen new accounts and obtain documentation for account activation.
Fulfill sample requests and support OEM Sales and Applications staff with demo products, literature, samples, and customer referrals.
Capture and document market surveillance.
Maintain the customer contact database and notification lists.